Resort Operations Management: Functions, Quality, and Incidents

This report provides a detailed analysis of resort operations management, focusing on the key functions, quality systems, and incident management within the context of the travel and tourism industry. It examines the functions of resort operation management, analyzing the structure and different types of tour operation management. The report also explores the importance of quality systems in resort operations, discussing how these systems can be implemented effectively, with TUI as a case study. Furthermore, it analyzes a range of incidents that could affect the health and safety of customers and staff, evaluating procedures to be implemented by a tour operator to deal with such situations, and discussing compliance with relevant UK/European laws and trade association guidelines. The report uses the Hunas Falls resort in Sri Lanka and the tour operator TUI as examples to illustrate key concepts, providing insights into how resorts can enhance customer satisfaction and maintain operational excellence. The report concludes by emphasizing the importance of effective management and quality control in ensuring a positive guest experience and maintaining the brand image of the resort.

Resort Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
A. Functions of resort operation management.......................................................................1
B. Analysis resort management structure and different types of tour operation management3
TASK 2............................................................................................................................................3
A. Importance of quality system in resort operations.............................................................3
B. Implementing an effective quality system by TUI............................................................4
TASK 3............................................................................................................................................5
A. Analyse a range of incidents that could affect the health and safety of customers and staffs
in a resort environment as well as in transit and evaluate the procedures to be implemented by
a tour operator to deal with the situation................................................................................5
B. Discuss how the procedures to be implemented in dealing with incidents comply with
relevant UK/European laws and the guidelines of trade association.....................................6
REFERENCES................................................................................................................................9

INTRODUCTION
In the current era, of globalization, there has been great enhancement in the travel and
tourism sector so that tourists could be attracted towards the destination. However, there are
different tour operators prevailing within the country who aims to provide luxury travel services
to their guests. Therefore, in regard to this, tour operators are required to enable best relations
with resort operators so that five star luxury holidays are being offered to customers. There are
different businesses such as resorts, restaurants, hotels etc. are involved in travel and tourism
business so that travellers could enjoy their vacations (Eigen and Litwin, 2014). Here, Indian
Ocean has been selected which is an exotic resort. However, when tourists enter into Maldives
through sea route, there are various small island which attracts tourists towards them. TUI is one
of the well known tour operator that provides travel service to tourists all around the globe.
Hunas Falls by Amaya has been undertaken as an exotic resort situated in Sri Lanka. It involves
5 star services such as pool, golf course, spa, tennis court. However, management of cited resort
ensure that they identify the needs of customers and provide them luxurious services in order to
identify the beauty of Sri Lanka.
Resort provides the best view to tourists which is designed in such a way that maximum
number of visitors are attracted towards staying in specific resort. It provides all the facilities to
travellers and thus provide them opportunity to seat nearby by seashore and have candle light
dinner. Resort provides different suite such as Highlander, Katsura, Cardamom and Deluxe suite
(Amans, Mazars-Chapelon and Villesèque-Dubus, 2015). Thus, resort provides 5 star services to
influence more number of guests towards firm. Report covers different functions of resort
operations. It also identifies the structure of resort offices of different types of operators. Further,
it impacts upon quality system and implements appropriate procedure provided by TUI.
TASK 1
A. Functions of resort operation management
In respect to meet with goals and objectives within the nation, it is very important to
enhance visiting of different people. In this way, different types of business operation conducted
that assist to grow performances and results for assess the outcomes and results. There are
various key areas in which performances has been measure through focus on Hunas Fall resort
which is making leisure travellers in Sri Lanka. It assists to enhance key relationship to provides
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accommodation, transportation and excursions, etc. (Yang, Luo and Law, 2014). In addition to
this, there is effective network to provide effective services and operations. This will assist to
make enough and memorable experience to different travellers at workplace. Thus, the chosen
business can enhance their customers base through providing them effective services.
In addition to this, Hunas Fall resort also analysis their market through collapse with
different travel agency. It will assist to make profitable results that creates more packages to
provide different types of services. In this aspect, there are different types of services are
included at workplace which consist different types of services at workplace. The chosen firm
has establishes their own website through they are able to delivered effective results and
performances at workplace. It is also ascertained profitability through gaining opportunities to
book rooms and select service as per the price preferences. It creates direct impact to make
proper connection with other facilities such as airport, bus and train, etc. (Kasim, Gursoy and
Wong, 2014).
In respect with business operations of the report, there are different types of approaches
which assist to frame services with travel and tourism industry. In this aspect, Hunas Fall resort
can also get long term success at workplace which enhance profitability and performances within
the business environment. In this aspect, management of the company make sure that proper
management and environment activities assist to develop results and performances within the
enterprise (Page, Hartwell and Hemingway, 2017). With the help of reducing wastage and time,
the company is able to demonstrate their functions and operations in effective way. The company
is also presenting products and services which introduced effectively. With the help of proper
training programs, employees can also enhance their productivity which assist to grow positive
results and performances at workplace.
Business environment is maintained in peaceful nature so that it is the main function
which need to be carry at workplace. In this aspect, main functions that are organised by the
company is adventure services that encourages people to visit the enterprise. Furthermore, there
are also different Ayurvedic centres establishes that enhance customers visiting towards the
company. All the important ingredients used to develop operations and functions for enhance
market share at workplace. Foreign exchange services also encourages people to use high quality
of products and services within the enterprise (Mok, Sparks and Kadampully, 2013).
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B. Analysis resort management structure and different types of tour operation management
There are different types of structure which used by different tour operations. It includes
various types of programs such as winter and summer programs. Furthermore, it also includes
different other elements like sports, self-catering and camping, etc. In respect to deliver the
services. Management needed to follow structure. Resort integrate their activities and
performances which would be beneficial to assess the profitability at workplace. With ascertain
speculated amount, the company can deal with their performances easily. It is very essential for
tour operators to promote their products and services in different areas of the world. It will
encourage people to use services of the company (Yang, Luo and Law, 2014).
Further, there are also guest related activities which need to be managed at workplace
with specific demand and requirement of customers. It will assist to enhance high quality of
products and services within the business environment. In this way, Hunas Fall resort can also
establish their new product and services that helpful to satisfy customers. When tour operators
are making packages, they can easily consider their effective activities which related to the select
specific product and services within the market. In this, customers perceive basic expectations
towards the effective tour packages (Kasim, Gursoy and Wong, 2014).
In addition to this, specific programs are also organized by the resort. For instance, there
are different types of facilities introduced by the resort for booking party and other celebrating
function. Further, it also provides facilities such as instructors which are available on site and
thus it is being organized by tour operators. Therefore, it is essential for them to carry out
effective practices in terms of enhancing the sales and profitability of firm in market. However,
each and every function could be organized by tour operator and thus satisfy the needs of clients.
In addition to this, customers have opportunities to give their feedback to implement changes at
workplace. Thus, it will also encourage to them to attain profitability and positive outcomes.
Therefore, Hunas Fall resort can design their products and services as per the people
requirement. Specific programs which determines by the chosen company is also encouraging to
the customers to delivered them facilities of resorts. With the help of promotion of activities,
sports activities are highly attracts customers at workplace through demonstrate changes within
the enterprise (Mok, Sparks and Kadampully, 2013). For instance, resort is required to organize
certain indoor and outdoor sports activities so that it attracts customers and influence them to
participate in the same. Also, it is the best way through which retention of customer increases.
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It is important to have effective communication between tour operator and resort as they
type of services that will be provided by the resort will be included by the packages that are
developed by the tour operator. When tour operator develop packages, then considerations
should be made by the resort so that all the services that are included in the package is satisfied.
For example, in a package is massage is stated and resort does not provide that services, then
issues arises and it is a type of fraud to the customers.
TASK 2
A. Importance of quality system in resort operations
Quality is considered as an effective system that helps businesses to enhance its
operations so that large number of customers could be satisfied. However, management of firm
need to identify the perception of its customers and then ensure that quality products or services
is being offered to them in order to raise the sales and profitability. Here, resort focuses upon
improving its quality system by introducing 5 star services and thus providing best services to
travellers in order to gain satisfaction (Sen, Kandpal and Tinani, 2014). Management of Hunas
Falls requires improving its quality by providing them luxurious services and thus satisfy the
needs of customers. However, if they fail to do so than it impacts upon the brand image of firm
in market. For instance, resort requires to raise the quality of its services such as housekeeping,
food and beverages and other customer oriented products. Effective quality system is considered
as an effective approach that helps cited resort to satisfy the needs of visitors and influence them
to promote the brand among their friends and relatives. Therefore, housekeeping department of
resort requires looking over the demands of visitors and provide them proper managed room with
all the essential amenities so that it satisfies their need (Kala and Bagri, 2014).
Hunas Falls requires maintaining quality standards within resort and thus monitor the
activities appropriately so that it creates good brand image among consumers. Further, food and
beverage department is also requires maintaining appropriate quality at the time of preparing and
serving the food so that guest could be satisfied (Yu, 2016). There are various performance
measurement tools that need to be identified which helps in measuring the performance of resort
so that its brand value could be enhanced. Cited resort could use Total Quality Management tool
that helps in maintaining proper quality and thus identify the defects that could be overcome
through improving the services and enhancing guest satisfaction.
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B. Implementing an effective quality system by TUI
It is essential for management of resort to use effective quality system and implement
appropriate tools so that positive outcomes could be attained. Further, identifying the perception
of customers and then implement effective quality system enables TUI to develop attractive tour
package to Sri Lanka so that large number of visitors could be attracted towards firm. However,
it is essential for travel operator to ensure that proper quality services are being offered in regard
to retain customers for long term (Mayers Espinal and Curran, 2015). Through implementing
Total Quality Management tool helps in implementing appropriate quality system within firm
and thus plan customized tour package as per the need of customers. Resort manager requires
providing training to its workers regarding delivering quality services so that they could be
identify their needs and then render best services to attain satisfaction. Through enhancing the
skills and capabilities of workers, they provide best services to guests. Hence, it helps workers to
perform desired operations so that brand image of resort could be maintained.
Hunas Falls is an exotic resort that provides quality services to customers and promote
the operations of firm in order to attain satisfaction. However, if any of the employee is not able
to perform the assigned task than it negatively impacts upon the performance of firm. It is
difficult for TUI to identify the loopholes before implementing the quality system and thus
affects its financial performance as well (Tchoukarine, 2016). Hence, it is significant for business
to improve the service quality so that large number of tourists could be attracted to visit cited
resort and improves the brand image of resort in market. It is one of the main objective of
business to enhance its sales and profitability. Hence, it could be attained through gaining
customer satisfaction so that resort needs to bring improvement in its services and thus offer the
same to retain guests for long term (Gligorijević and Novović, 2014). Business focuses upon
maintaining health and safety act within firm in regard to ensure that better working atmosphere
is being provided to workers as well as proper health and safety procedure is being followed in
terms of protecting the customers. It is essential for business to undertake effective measures so
that it does not impact upon the health and safety of customers. Such legislation is being carried
out in terms of protecting the health and safety of customers and retain them for long term within
firm. Also, audit is being done on regular basis so that to identify the needs and wants of
customers and also fulfil them in regard to enhance satisfaction level.
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TASK 3
A. Analyse a range of incidents that could affect the health and safety of customers and staffs in
a resort environment as well as in transit and evaluate the procedures to be implemented by
a tour operator to deal with the situation
Health and safety of the customers are most important features of any resort because
customers always look for the hotel which provides best quality of services and as well as safety
and security. In general words health and safety means the part of the organisation which
includes the planing process for accident and ill health prevention and the practices and
procedures that implements and maintains the health and safety policy (Bennett and Strydom,
2001).
Here the resort Hunas Falls has some incidents which could affect the health and safety
of the hotel. If the resorts fails to implement good health and safety policies then that would
definitely the hotels prestige. Customers may face the poor laundry services say if the stuff they
have given for the laundry returns back unclean or it might be damaged. Fall from the steps and
slippery floors are the most common issues that customers would face. An explosion or fire
involving a dangerous substance that could cause serious injuries to customers and their staff
working there (Carrier and Macleod, 2012). If the hotel has slippery floor and the sign board to
caution the customers for that is not available then this would cause serious injuries and it will
leave a bad impact on customers. Staff of the hotel does not behave well with customers and
provide bad services this is also a major issue. Theft of goods and stuff is issue like if someone
stoles guests goods the customers might never visit to hotel and will not recommend to others
because security is the important thing that any resort provides. Cyber crime is now a days most
important issues arising. Hotels and resort provide free Wi-Fi and access to the network for theirs
guest. If customers privacy get accessed by the authorised users or hackers then this would also
impact the resort's reputation in terms of safety services (Middleton and Clarke, 2012).
For prevention of this TUI should interact with the hotels and resorts management to
should checklist all the facilities provided by resort. TUI should identify all the hazards and
issues happened previously in the hotel. TUI should ensure quality of service, reviews and the
brand name. For this it should ensure that the hotel they are recommending the customers have
well trained staff and provides best quality of services. The tour operator should fortify that staff
and employees of the resort are well educated and have ability to communicate well with
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customers (Swarbrooke and Horner, 2012). Hunas Falls resort provides best quality of services if
one of the employee or staff member is not able to perform the task assigned to him then this
greatly impact the reputation of resort. So for this tour operators should establish and maintain
relationship with local hoteliers to ensure their facilities and services like food and beverages,
rooms equipments and accessories. cleaning, security etc. Its should maintain in depth
knowledge of resort so if clients come to them and complains about the services he should be
able to answer the questions of the clients. TUI should also safeguard all the safety policies of
resort by carrying out risk assessments time to time on hotels and resorts with which they are
associated (Uzama, 2009).
B. Discuss how the procedures to be implemented in dealing with incidents comply with relevant
UK/European laws and the guidelines of trade association
There is long tradition of health regulation and safety in UK as bar as back in 19 th
century. Resorts health and safety acts involves assessment and migration of risk that may
impact the health and safety of customers or guest and employees that are associated with the
resort. Whenever some incident happens at resort its their responsibility to deal with customers
and to comply with the situation (Vargas-Hernández, 2012). Foreign office is stated as the place
where all the international operations of firm are controlled and managed. Therefore, it is the
best place through which work and resources are being allocated. For instance, trade association
is being interconnected with its foreign office and thus its main role is to manage the operations
so that desired activities could be carried out. Moreover, ABTA (Association of British Travel
Agents) plays a crucial role in planning and controlling the tour agencies so that best tour
packages could be offered to consumers. EU Travel Directive is another best option through
which trade association decides new travel packages so that customers could be attracted towards
visiting new destination. Here are some acts of UK/ European for the safeguard of employees,
staff and the customers:
1. The management of health and safety at works regulation act 1999: This regulation
deals with the assessment of risk to health and safety to their customers and employees
Act upon risk to identify and to seduce them. This act also includes providing with
information and training in case of fire hazard at resorts (Vrana and Zafiropoulos, 2006).
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2. The Workplace regulation act: The main clause of this regulation is to provide
cleaning facilities,including toilets, washing facilities and safe passageways to prevent
slipping and tripping hazards.
3. The disease and dangerous occurrences regulations act 1992: This act provision
requires to make assessment on customer's feedback about the services and foods and
beverages provided to them. Take actions against the inconvenience caused to customer
and employees of the resort (Bennett and Strydom, 2001).
4. Health safety and welfare regulations: the regulation covers all the aspects like
cleanliness, lighting, room dimensions and space ,sanitary conveniences, washing
facilities, accommodation, drinking water, facilities to rest and to eat meals etc.
5. The reporting of dangerous occurrences , disease and injuries regulation act : These
regulations requires employers to the self employed and people in control of premise
report work related deaths ,major injuries work related disease and dangerous
occurrences. Employers must also make arrangements for health and safety at workplace
including making arrangements for emergencies adequate information an training for
employees and for health surveillance where appropriate (Carrier and Macleod, 2012).
UK/European has provided some guidelines of trade to comply with the incidents that
generally occurs at resorts which includes assessing the risk involves in making a judgement
how likely is it that a hazardous substance will affect someone's health. For this HSE as
developed a generic risk assessment guide to help. It uses information on hazard, amount used
and simple definitions of dustiness for solids or volatility for liquids (Middleton and Clarke,
2012). Th guideline also describes that resort management should train their employees to deal
with any incident happens with customers and to make them sure that the issue will be resolved
by them and they will not face this situation again .The guidelines further includes work related
injuries occurs as a result of unsafe acts and conditions. Work related incidents can be prevented
by identifying the issue and then taking proper prevention methods to solve them. Some
chemicals and products provided for the customers and guests of the resort may be harmful for
both employees of the resort and guest. It is therefore important for the staff of the resort who
work with that are aware of the hazard and adopt proper practices for that. So these guideline
should be followed by resort to ensure the safety and healthy of both the staff , customers and
guest.
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CONCLUSION
From the above study it can be concluded that operations are one of the central function
of nay resort. The above study also give an overview of the boundaries and limitations of the
resort operation management. It also provide information about resorts that how there
performance get enhanced and de enhance because of the services provided by them. On the
other hand it it also describes the role of tour operators in terms of effective tor packages
provided by them so that they can suggest best resorts in the particular area the tourists are
visiting. With that study also focuses on health and safety requirements and management of the
resorts and hotels.
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